Develop and maintain strong relationships with customers, acting as their primary point of contact
Proactively engage customers to understand their needs and identify opportunities for growth and collaboration
Guide customers through the onboarding process, ensuring they have the necessary resources, knowledge, and support to succeed
Monitor and track customer performance metrics, including Monthly Recurring Revenue (MRR)
Address customer inquiries, concerns, and escalations in a timely and effective manner
Work closely with customers to identify business opportunities and co-create strategies for expansion
Foster collaboration and alignment with internal cross-functional teams
Collaborate with customers to identify upsell and cross-sell opportunities
Maintain accurate customers data, activities, and interactions in the company’s CRM system

2+ years of experience in customer management, account management, or similar roles in SaaS
Strong track record of driving customer success, retention, and revenue growth
Excellent communication and interpersonal skills, with the ability to build and maintain lasting relationships
Demonstrated problem-solving abilities and a customer-focused mindset
Exceptional organizational skills and the ability to manage multiple projects simultaneously
Self-motivated and proactive, with a passion for exceeding expectations

Customer Success Manager – EMEA

Key skills